Futurelab
MARCH 1, 2024
#NoBullshitCX #20yearsFuturelab “Unhappy customers cost you more than you think.” A customer is worth more than you think. In my previous column, I mentioned the surprisingly high lifetime value of individual customers–once you really get an understanding of the whole picture. The first time I realized was in the early 2000s, when we designed customer experience strategy for a Japanese luxury car brand.
Beyond Philosophy
MARCH 1, 2024
A hidden impact exists regarding your experience management return on investment (ROI). It is often overlooked because it lurks between a specific moment in a customer process and the behavior resulting from it. However, uncovering and understanding this hidden impact is critical for comprehending its implications on the bottom line. Emily Davidson wanted to know how to determine the value of her Customer Experience initiatives, a challenge many in the field face.
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Doing CX Right
MARCH 1, 2024
Do You Want To Change Your Pricing Model Without Jeopardizing Customer Loyalty? Read and Apply Strategies Based On Case Study That Resulted In Consumer Backlash. The post Ensuring Customer Loyalty Amid Price Changes: Lessons from Wendy’s Public Backlash appeared first on Doing CX Right.
Zonka Feedback
MARCH 1, 2024
Sentiment analysis models that learn on labeled data are a common sight. The main challenge arises when you have unlabeled data at your disposal and you want to extract customer sentiments or emotions from it.
Speaker: Jason Cottrell
Brands used to look for a vendor who could do everything. Over time, one vendor was no longer enough to meet a brand’s needs, and they added, added and added. Now they need all their vendors to work well together. That’s composable, and only some will make the cut. As customers — and your board — expect you to be in new channels and to rapidly adapt to shifts in the market, the need for true composability is more crucial than ever before.
Zendesk
MARCH 1, 2024
What is intelligent call routing? Intelligent call routing (ICR) is a refined telecommunications technology that efficiently directs incoming calls based on various factors, such as the caller’s needs and agent availability. ICR optimizes call handling and improves customer experiences by using data points and algorithms to connect callers with the most qualified agents.
TeamSupport
MARCH 1, 2024
In the dynamic and ever-evolving world of customer service, the key to exceptional customer satisfaction often lies in the power of teamwork. But what happens when you add innovative software solutions into the mix? Enter TeamSupport, a game-changing customer support software that's designed to simplify workflows, improve customer satisfaction, and make agents' lives easier.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
TeamSupport
MARCH 1, 2024
In the dynamic and ever-evolving world of customer service, the key to exceptional customer satisfaction often lies in the power of teamwork. But what happens when you add innovative software solutions into the mix? Enter TeamSupport, a game-changing customer support software that's designed to simplify workflows, improve customer satisfaction, and make agents' lives easier.
TeamSupport
MARCH 1, 2024
In the dynamic and ever-evolving world of customer service, the key to exceptional customer satisfaction often lies in the power of teamwork. But what happens when you add innovative software solutions into the mix? Enter TeamSupport, a game-changing customer support software that's designed to simplify workflows, improve customer satisfaction, and make agents' lives easier.
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